This is a slide deck that accompanied a Focus roundtable on how to calculate a marketing and PR ROI.
Focus roundtable = http://www.focus.com/roundtables/simplifying-social-business-social-marketing-and-pr-roi/
Even if you're an avid gardener - if you are only gardening plants,
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How Strategic Social Customer Service Generates and Preserves Revenue Kathy Herrmann
ย
Most organizations measure the value of customer service as a cost center. Few take the position of seeing customer service as the provider of customer satisfaction, loyalty and word of mouth.
To view customer service as a strategic asset requires that the organization see customer service as a revenue generator and a preserver of revenue. Strategic customer service then provides a new financial view of service and the investments in the end-to-end customer experience.
In this talk, weโll cover strategic social customer service, including:
* Impact of social media on customer problem prevention.
* Why customer service is PR and PR is customer service.
* Large, blue chip company case study for social customer service ROI.
Even if you're an avid gardener - if you are only gardening plants,
you're missing out! There is a whole other kingdom to explore - and
eat. ย We can incorporate delicious, nutritious fungi in our urban
veggie gardens, backyards, lawns, landscaping, balconies,
windowboxes... In this workshop, we'll explore the basics - and
not-so-basics - of mushroom cultivation, and get some hands-on
experience. We'll learn how to look at mushroom crops through a
holistic, permaculture lens, and find the niche in the landscape where
they can peform useful ecological functions, even as they produce food
and medicine for us. We'll review common and less-common mushroom
crops, and different cultivation techniques. You'll get practice
inoculating mushroom logs, and even take one home. No gardening
experience necessary!
How Strategic Social Customer Service Generates and Preserves Revenue Kathy Herrmann
ย
Most organizations measure the value of customer service as a cost center. Few take the position of seeing customer service as the provider of customer satisfaction, loyalty and word of mouth.
To view customer service as a strategic asset requires that the organization see customer service as a revenue generator and a preserver of revenue. Strategic customer service then provides a new financial view of service and the investments in the end-to-end customer experience.
In this talk, weโll cover strategic social customer service, including:
* Impact of social media on customer problem prevention.
* Why customer service is PR and PR is customer service.
* Large, blue chip company case study for social customer service ROI.
How can we measure the ROI of Social Media? So best practices are suggested in this presentation given to a group of Social Media practitioners in list 2011, Johannesburg, South Africa.
The extended version of my presentation about measuring ROI for online marketing efforts, originally presented at the American Marketing Association's Symposium on the Marketing of Higher Education, November 2009
How do you explain and/or justify the investment in time and money behind your social media engagement? By metrics and hard and soft business values which you can base on realized results from other companies in your market.
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For the 2012 Mountain Travel Symposium, I joined a measurement panel to discuss Social ROI. The slide deck delves into a social ROI case study for a Rocky Mountain hotel.
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In Spring 2012, BCF, a full-service marketing agency, and I surveyed members of the Mountain Travel Symposium to determine their level of social maturity. We captured results from 36 respondents across hotels, destinations, ski areas, and travel-related vendors. The slide deck summarizes our findings.
An Attensity-sponsored preso. Overviews the Gains and Costs associated with social business programs. Use the information to help you determine the economic value of your social program.
LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
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Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.๐คฏ
We will dig deeper into:
1. How to capture video testimonials that convert from your audience ๐ฅ
2. How to leverage your testimonials to boost your sales ๐ฒ
3. How you can capture more CRM data to understand your audience better through video testimonials. ๐
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
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A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
Recruiting in the Digital Age: A Social Media MasterclassLuanWise
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In this masterclass, presented at the Global HR Summit on 5th June 2024, Luan Wise explored the essential features of social media platforms that support talent acquisition, including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok.
B2B payments are rapidly changing. Find out the 5 key questions you need to be asking yourself to be sure you are mastering B2B payments today. Learn more at www.BlueSnap.com.
Affordable Stationery Printing Services in Jaipur | Navpack n PrintNavpack & Print
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Looking for professional printing services in Jaipur? Navpack n Print offers high-quality and affordable stationery printing for all your business needs. Stand out with custom stationery designs and fast turnaround times. Contact us today for a quote!
Improving profitability for small businessBen Wann
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In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
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This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
Company Valuation webinar series - Tuesday, 4 June 2024FelixPerez547899
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This session provided an update as to the latest valuation data in the UK and then delved into a discussion on the upcoming election and the impacts on valuation. We finished, as always with a Q&A
Building Your Employer Brand with Social MediaLuanWise
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Presented at The Global HR Summit, 6th June 2024
In this keynote, Luan Wise will provide invaluable insights to elevate your employer brand on social media platforms including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok. You'll learn how compelling content can authentically showcase your company culture, values, and employee experiences to support your talent acquisition and retention objectives. Additionally, you'll understand the power of employee advocacy to amplify reach and engagement โ helping to position your organization as an employer of choice in today's competitive talent landscape.
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๐๐ ๐๐จ๐ฆ๐ฌ (๐๐ ๐๐จ๐ฆ๐ฆ๐ฎ๐ง๐ข๐๐๐ญ๐ข๐จ๐ง๐ฌ) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
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"๐๐ฏ๐๐ซ๐ฒ ๐๐ฏ๐๐ง๐ญ ๐ข๐ฌ ๐ ๐ฌ๐ญ๐จ๐ซ๐ฒ, ๐ ๐ฌ๐ฉ๐๐๐ข๐๐ฅ ๐ฃ๐จ๐ฎ๐ซ๐ง๐๐ฒ. ๐๐ ๐๐ฅ๐ฐ๐๐ฒ๐ฌ ๐๐๐ฅ๐ข๐๐ฏ๐ ๐ญ๐ก๐๐ญ ๐ฌ๐ก๐จ๐ซ๐ญ๐ฅ๐ฒ ๐ฒ๐จ๐ฎ ๐ฐ๐ข๐ฅ๐ฅ ๐๐ ๐ ๐ฉ๐๐ซ๐ญ ๐จ๐ ๐จ๐ฎ๐ซ ๐ฌ๐ญ๐จ๐ซ๐ข๐๐ฌ."
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
Event Report - SAP Sapphire 2024 Orlando - lots of innovation and old challengesHolger Mueller
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Holger Mueller of Constellation Research shares his key takeaways from SAP's Sapphire confernece, held in Orlando, June 3rd till 5th 2024, in the Orange Convention Center.
3. ROI Costs
Common costs for social customer service
programs:
โข People,
โข Process,
โข Technology.
3
4. ROI Formula
ROI = (Gains - Costs)/Costs x 100
ROI is shown as a percentage.
4
5. Sample ROI:
Client Case Study #1
Sales revenues from
Marketing Program
(Medium-sized brand for baby care
products.)
5
6. Challenge
1. To lead and own the conversation on baby care
WOM channels.
2. Increase awareness, reach, relevance, share of
voice, positive sentiment in online conversations
about diapers compared to competitors.
3. Educate moms on the new concept of Babiesโ
Stage of Development (BSOD) to generate
interest for diaper product.
6
7. Solution
1. Create online presences and invite parents to
share and learn about their babiesโ
development.
2. Develop online PR program for baby care
websites targeted at parents to build up a WOM
channel to increase influence among parents
and establish/drive loyalty among consumers.
3. Determine ROI of program.
7
8. Projected program stats (conservative)
โข Average volume of social conversations
โข Before: 1,380,000 in previous 6 mo.
โข Goal: Add 168,000 convos over a 6-mo period (12% increase).
โข Add 5,000/mo from registered users uploading photos and
essays to branded site.
โข Add 10% to convo volumes = 23,000 other convos/mo in
3rd party blogs, their own tweets, etc.
โข Social media sentiment
โข Before: 42% positive, 36% neutral, 22% negative
โข Goal: increase positive sentiment
โข Sales and Revenue
โข Before:
โข Annual sales = $156M
โข Sales/convo before program = $56.52/convo
โข After: Increase annual sales and value of purchase
8
9. Formula for Revenue Gain
Revenues =
Impact x Reach x Yield
Influenced convos
* We look at changes before program versus
estimates of expected after results.
9
11. Reach = Extent of online footprint
Reach
= 1,380,000 convos in previous 6 months
= Avg of 230,000 per month
= 5,000 posts/mo on website
+ 23,000 other convos/mo across web (blogs,
tweets, etc).
= 28,000 convos/mo
= 168,000 addโl convos total for 6 mo
11
12. Influence factor
= Impact x Reach
= 4.2% x (168,000 convos)
= 7,056 influenced convos for 6-mo period.
* Influenced convos = # of impacted, addโl
convos.
12
14. Costs
People costs
= $49,000 for employees for 6 mo
Process costs
= $163,000 for agency for campaign
Technology
= 60,000 community solution
Total costs = $272,000
14
16. Actual program stats
Registered users = 38,700 (29% higher)
Total conversations across social web = 196,560
(17% higher)
Social monitoring = 44% positive (+2% climb)
Revenues/convo = $61.61 (9% higher)
Actual Sales Impacted = $532,842
Actual ROI = 96% (2x higher than forecast)
16
17. Sample ROI:
Client Case Study #2
Consumer Insight Savings
(Medium-sized software company.)
17
18. Challenge and Solution
Challenge - Cut the cost of gaining
consumer insight.
Solution โ Use social media in lieu of more
expensive focus groups.
18
19. Program stats
Average cost per survey or focus group
= $15,000
Recommended # of surveys per year
= 1 before each major release
= 2x per year.
Total cost of recommended surveys
= $30,000
19
20. Program stats
Cost of personnel
= 1 marketing person working 20% of time on
monitoring
= ($112,000 burden compensation) x 20%
= $22,400
Cost of social monitoring
= $6,000/yr
Total costs = $28,400/yr
20
21. ROI Formula
ROI
= (Savings Gains - Costs)/Costs x 100
= ($30,000 - $28,400)/($28,400)
x 100
= 6%
Recommendation โ Do either 2 surveys
per year or social.
21
22. What if?
What if company wants ongoing real-time
customer insights?
What would ROI be then?
22
23. What if costsโฆ
Savings Gains
= Price of 4 surveys per year
= 4 x ($15,000/survey)
= $60,000
Costs
= Cost of personnel = $22,400/yr
= Cost of tech = $6,000/yr
= $28,400/yr
23
24. What if ROI
ROI
= (Savings Gains - Costs)/Costs x 100
= ($60,000 - $28,400)/($28,400)
x 100
= 111%
Recommendation โ Do social media for
consumer insights or do a mix of social media
and surveys.
24